300 F&C = $30

In article <[email protected]>,
O/Siris <robjvargas@sprîntpcs.com> wrote:

> In article <[email protected]>,
> [email protected] says...
> > In article <[email protected]>,
> > O/Siris <robjvargas@sprîntpcs.côm> wrote:
> >
> > > In article <[email protected]>, [email protected]
> > > says...
> > > > Technically, they should note your account, and then with a first name,
> > > > the next person you speak with should be able to figure it out.
> > > >
> > >
> > > By policy, at least, we are *required* to provide our company ID, which
> > > includes both our unique identifier, and a code for the call center for
> > > which we work.
> >
> > It would be NICE if that policy was observed.
> >
>
> It is. With 1200 people taking calls just in my call center alone,
> obviously some people think they can get away with not doing it. We'd
> have to hire just as many to look over them in order to stop it 100%.


They must know when YOU are watching. I'VE NEVER HAD ANYONE VOLUNTEER
THAT INFORMATION, and most front line folks wont even give it up if
asked. Most managers will, but even some of them have refused.

---

› See More: 300 F&C = $30

I didn't like to give my ID either. The reason I didn't like to give my
ID is becuz it contained my full last name. I do not like people I do
not knowm or people who may seem vendetive to know my full name.. I
would usually just give me ext.# which was unique to me, and the call
center location code.

--
Statements made by me are of my opinion and knowledge, and do not
express those by Verizon Wireless(R).
Any information I give is subject to change without notice, and may not
be completely accurate.


"Phill." <[email protected]> wrote in article
<[email protected]>:
> In article <[email protected]>,
> O/Siris <robjvargas@sprîntpcs.com> wrote:
>
> > In article <[email protected]>,
> > [email protected] says...
> > > In article <[email protected]>,
> > > O/Siris <robjvargas@sprîntpcs.côm> wrote:
> > >
> > > > In article <[email protected]>, [email protected]
> > > > says...
> > > > > Technically, they should note your account, and then with a first name,
> > > > > the next person you speak with should be able to figure it out.
> > > > >
> > > >
> > > > By policy, at least, we are *required* to provide our company ID, which
> > > > includes both our unique identifier, and a code for the call center for
> > > > which we work.
> > >
> > > It would be NICE if that policy was observed.
> > >
> >
> > It is. With 1200 people taking calls just in my call center alone,
> > obviously some people think they can get away with not doing it. We'd
> > have to hire just as many to look over them in order to stop it 100%.
>
>
> They must know when YOU are watching. I'VE NEVER HAD ANYONE VOLUNTEER
> THAT INFORMATION, and most front line folks wont even give it up if
> asked. Most managers will, but even some of them have refused.

[posted via phonescoop.com]

O/Siris wrote:

> It is. With 1200 people taking calls just in my call center alone,
> obviously some people think they can get away with not doing it. We'd
> have to hire just as many to look over them in order to stop it 100%.

Hardly. When I worked for a call center the supervisor would
randomly monitor calls, and any rep not playing by the rules would
be called into the front office and get a reaming out. Word of the
incident would spread quickly among the reps and they'd all tow the
line for a while. Monitoring doesn't have to be 100% as long as you
know that you could be next.

--
John Richards

In article <[email protected]>,=20
[email protected] says...
> Hardly. When I worked for a call center the supervisor would
> randomly monitor calls, and any rep not playing by the rules would
> be called into the front office and get a reaming out. Word of the
> incident would spread quickly among the reps and they'd all tow the
> line for a while. Monitoring doesn't have to be 100% as long as you
> know that you could be next.
>=20

You missed a subtle but key factor: Any rep *caught* not playing by the=20
rules.

You're right that it doesn't take 100% monitoring to halt it=20
temporarily. To halt it longer term, some of these reps need to get=20
fired, and it's just not happening.

I did two call-backs just tonight with people who told the rep they=20
contacted that they wanted me to do so. Because I gave them my ID, the=20
rep needed only enter my ID in Outlook, and Exchange gave them what they=20
needed to let me know. We're not supposed to make habits of this, but=20
both of them had our highest value rating, and that gets my attention=20
every time.

--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.